對计价置多大岁 1951 UNIVERSITY OF INTERNATIONAL BUSINESS AND ECONOMCS 交易中因素： 缺货情况； 订单信息； 交易前因素： 订货周期； 交易后因素： 口企业书面的客户 加急运输； ■产品安装、品 服务章程； 转运， 质保证、维修、 口告知客户的书面 零部件供应 ■系统准确性 服务章程； ■产品跟踪 订货的方便程度 口 组织结构； ■ 客户索赔、投 产品的可替代性 口系统灵活性； 诉和产品回收 口技术支持服务。 临时性替代产 品 交易过程 6
王晓东,胡瑞娟 6 交易前因素： 企业书面的客户 服务章程； 告知客户的书面 服务章程； 组织结构； 系统灵活性； 技术支持服务。 交易前因素： 企业书面的客户 企业书面的客户 服务章程； 告知客户的书面 告知客户的书面 服务章程； 组织结构； 系统灵活性； 技术支持服务。 技术支持服务。 交易过程 交易中因素： 缺货情况； 订单信息； 订货周期； 加急运输； 转运； 系统准确性 订货的方便程度 产品的可替代性 交易中因素： 缺货情况； 订单信息； 订货周期； 加急运输； 转运； 系统准确性 订货的方便程度 产品的可替代性 交易后因素： 产品安装、品 质保证、维修、 零部件供应 产品跟踪 客户索赔、投 诉和产品回收 临时性替代产 品 交易后因素： 产品安装、品 质保证、维修、 零部件供应 产品跟踪 客户索赔、投 诉和产品回收 临时性替代产 品
對计价置多大岁 1951 UNIVERSITY OF INTERNATIONAL BUSINESS AND ECONOMCS 客户服务的指标 Element Brief description Typical measurement unit(s) Product The most common measure of customer service.Usually defined as percent in availability stock(target performance level)in some base unit(Le.,order,product,dollars) availability in base units Elapsed time from order placement to order receipt.Usually measured in time Order cycle time units and variation from standard or target order cycle.Note:frequently, product availability and order cycle time are combined into one standard.For Speed and consistency example,"95%of orders delivered within 10 days." Distribution Ability of system to respond to special and/or unexpected needs of customer. Response time to special system flexibility Includes expedite and substitute capability. requests Distribution system Ability of firm's information system to respond in timely and accurate manner Speed,accuracy,and message information to customers'requests for information. detail of response Distribution system Efficiency of procedures and time required to recover from distribution system Response and recovery time malfunction malfunction(I.e.,errors in billing,shipping,damage,claims). requirements Post-sale product Efficiency in providing product support after delivery,including technical Response time,quality of support information,spare parts,or equipment modification,as appropriate. responses Source:James F.Robert G.House,edi.,Distribution handbook,The free press. 王晚东，胡瑞娟
王晓东,胡瑞娟 7 Source: James F. Robert G. House, edi.，Distribution handbook, The free press. 客户服务的指标 Response time, quality of responses Efficiency in providing product support after delivery, including technical information, spare parts, or equipment modification, as appropriate. Post-sale product support Response and recovery time requirements Efficiency of procedures and time required to recover from distribution system malfunction (I.e., errors in billing, shipping, damage, claims). Distribution system malfunction Speed, accuracy, and message detail of response Ability of firm’s information system to respond in timely and accurate manner to customers’ requests for information. Distribution system information Response time to special requests Ability of system to respond to special and/or unexpected needs of customer. Includes expedite and substitute capability. Distribution system flexibility Speed and consistency Elapsed time from order placement to order receipt. Usually measured in time units and variation from standard or target order cycle. Note: frequently, product availability and order cycle time are combined into one standard. For example, “95% of orders delivered within 10 days.” Order cycle time % availability in base units The most common measure of customer service.Usually defined as percent in stock(target performance level) in some base unit(I.e., order , product, dollars) Product availability Typical measurement unit(s) Element Brief description
對计价質易大岁 1951 UNIVERSITY OF INTERNATIONAL BUSINESS AND ECONOMCS 3.2物流客户服务与产品 口产品分类 口产品生命周期 口产品特性 8
王晓东,胡瑞娟 8 3.2 物流客户服务与产品 产品分类 产品生命周期 产品特性
對计价货多大岁 1951 UNIVERSITY OF INTERNATIONAL BUSINESS AND ECONOMCS 产品与服务 口任何企业提供的产品都是具有实物形态的物品与无 形的服务的混合体。 Lan Casterians: 消费者追求的是产品所代表的某种无形特性而不仅仅是产 品的物理形态。 9 王晚东，胡瑞娟
王晓东,胡瑞娟 9 Lan Casterians: 消费者追求的是产品所代表的某种无形特性而不仅仅是产 品的物理形态。 产品与服务 任何企业提供的产品都是具有实物形态的物品与无 形的服务的混合体
對计价置多大岁 1951 UNIVERSITY OF INTERNATIONAL BUSINESS AND ECONOMCS 产品分类 便利品Convenient products 消费品 选购品Shopping products Consumer products 特种品Specialty products 工业品Industrial products 10 王晚东，胡瑞娟
王晓东,胡瑞娟 10 便利品Convenient products 选购品Shopping products 特种品Specialty products 工业品Industrial products 消费品 Consumer products 产品分类